Payment Operations Manager

Job Summary

Leading a customer-focused team, the full-time remote Payment Operations Manager will oversee payment support activities across Virtual Card, ACH, and Check workflows, ensuring exceptional client experiences while driving process improvements and team development.

Key responsibilities

• Lead and develop a team of Payment Operations Analysts, fostering a customer-first culture and monitoring key support metrics
• Act as an escalation point for complex client issues and support troubleshooting of payment-related inquiries
• Implement process improvements and collaborate with internal teams to enhance service quality and operational efficiency

Required qualifications

• 4+ years of experience in payment operations, customer operations, fintech operations, or banking operations
• 1+ years of people leadership or team lead experience, including mentoring and coaching others
• Working knowledge of B2B payment methods such as ACH, Virtual Card, and Check workflows
• Experience handling client escalations and resolving sensitive customer issues professionally
• Familiarity with operational metrics and experience in leveraging AI tools to improve efficiency